Royal Caribbean reverses fees for disabled passenger’s carers after complaint

In November 2024, a man booked a cruise for himself, his wife and their severely disabled 26-year-old son, scheduled for July 2025. He made the reservation well in advance to secure an accessible cabin for his son, who requires round-the-clock care from a team of eight carers at home. The family arranged for three carers to accompany them on the trip.

Because the care team had other commitments, the man could not provide their names at the time of booking. Royal Caribbean instructed him to supply the names by April, when the final payment was due.

He complied in April, only to be told he must pay a £75 fee for each name change and that the three carers would each lose the $325 (£239) onboard credit originally included in the booking. He also received a notice that a wheelchair-accessible riverboat excursion he had booked for the entire group was non-transferable, so the company would cancel and refund the trip for the three carers. Since the excursion is no longer listed, he cannot rebook it for them.

“I have complained to no avail. We wouldn’t have this problem if he didn’t have a disability, so it seems highly discriminatory,” the man said.

The man’s 26-year-old son was left with cerebral palsy after a brain injury at birth. The cruise, costing the man and his son £16,000, was intended to provide an accessible family adventure.

“Royal Caribbean’s behaviour is as inexplicable as it is outrageous. It knew of your son’s circumstances and of the likelihood that there would be three name changes when carers were in a position to confirm availability. The bald notice of cancellation of the river trip gave no explanation or apology,” the man added.

The Guardian’s consumer champion noted that the situation potentially violates the Equality Act, which prohibits policies or practices that disadvantage people with a disability.

Royal Caribbean responded quickly after the consumer champion raised the issue.

Within 20 hours, the company contacted the man to confirm that the name-change fees would be canceled, the onboard credit reinstated, and the riverboat trip rebooked.

Royal Caribbean did not respond to questions or provide a comment for the article.

The Guardian welcomes letters but cannot answer individually. Submissions can be emailed to consumer.champions@theguardian.com or written to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to terms and conditions.